Track and analyze customer health scores across segments, identifying at-risk customers and key contributing factors to customer success, while monitoring engagement metrics to drive proactive customer retention strategies.
Report Objective
Monitor and analyze customer health scores and related metrics to identify trends, risks, and opportunities for improving customer success outcomes. This monthly analysis helps drive proactive interventions and strategic customer success initiatives.
Overall Health Score Trends
Time series analysis of health scores across customer segments
Questions to Consider:
How are health scores trending month-over-month across different segments?
What is the distribution of at-risk customers across segments?
Are there any seasonal patterns in health score fluctuations?
What is the month-over-month trend in health scores?
Which customer segments show the most volatility?
Are there any consistent patterns across segments?
Which segments have the highest concentration of at-risk customers?
How is the number of at-risk customers trending?
Are there any seasonal patterns in risk levels?
Health Score Components Analysis
Breakdown of health score contributing factors and their impact
Questions to Consider:
Which components have the most significant impact on overall health scores?
How are individual component scores trending?
Are there specific components that consistently indicate customer risk?
Which components have the highest impact on overall health?
Are there components consistently underperforming?
How do component weights align with actual impact?
Customer Engagement Metrics
Analysis of key engagement indicators and their correlation with health scores
Questions to Consider:
How does feature adoption correlate with overall health scores?
What is the trend in support satisfaction scores?
Are there early warning indicators of declining engagement?
What is the overall trend in feature adoption?
Are there specific features driving adoption changes?
How does adoption correlate with health scores?
How is support satisfaction trending over time?
What is the correlation between satisfaction and health scores?
Are there any notable drops requiring investigation?